Hand and Stone

The high-pressure sales at the end of the appointment didn't make me want to visit again. The person checking me out wasn't very friendly she just wanted to make money. I get that it's a business but seriously I shouldn't have to say, no thank you more than once.

Appointment didn't start on time The ambiance in the room wasn't what I expected, although the music was nice, it didn't feel like a spa room.

Appointment times are very limited. I now have to book 2 months out to get in to see my therapist and by that time she's not available.

My appt was charged at new member pricing of $69.95 when my grandfathered pricing is $59.95. I paused my membership for 3 months due to your billing issue where I was being charged for two memberships; therefore, I should not have been charged an extra $10 for service since it was your billing issue that caused me to have to pause my membership. Receptionist was not willing to charge my grandfathered price of $59.95 after inquiring about the difference in price.

I believe I checked satisfied, which in my opinion is very good.

My therapist was great! The receptionist spoke minimally and didn’t seem happy to be there. I’ve never experienced this vibe at the Middletown location before. I would like to have a monthly membership again, but if takes 2-3 months to get an appointment for lack of therapists.

After waiting 2 months, my massage was cancelled the night before. No phone call or explanation. The salon opened at 9am but no one answered the phone til almost 10:30 am. When I asked my the woman said oh yeah, she quit and we keep losing all our aestheticians and lots of people are getting cancelled. Then I was told I could rebook but they are booked til November. That is your idea of customer service? I will not go back and will never recommend this branch. Your service is horrible and you should be ashamed to treat people like that.

As I started my car, the receptionist came out to tell me I needed to pay because my membership had been suspended. It appears that even though I changed the credit card to be charged in June and the new card was used in July and August, someone tried to use the former closed card in late August for my membership. NO ONE EVER CONTACTED ME. I asked the receptionist to find out how many packages I had on my membership at the time this occurred and I'm still waiting to hear from them despite following up with specific dates on a repeat call. I still don't know what I'm being charged and what I'm entitled to for this error. My esthetician is fantastic, but the office work is totally messed up.

Future massage bookings are NOT available.

I was satisfied with my experience just not highly satisfied. I enjoyed my experience.